Dear Sir or Madam I wish to add a review about my experience with Trinity SolarI was very disappointed with them because they would not provide me with a copy of the contract in connection with a lease installation agreement for attorney reviewThey had expressed that I am not suited for this offer because of my insistence to have it reviewed by my attorney before signing I hope that others are not subjected to the same business practiceI would not recommend doing business with this firm because of this business policy
Complaint: [redacted] I am rejecting this response because: What a Joke, Your Reach out called "once" I missed the call and returned that call times and all I have got is his Voice MailHe has never returned my callsJust what I expected!!! You came out and took the same pictures of the Meters and new work done times saying you didn't have the PicturesIt took the salesman to come and take the Pictures before you said you had the correct PicturesYou needed the Permit, No Called and told me you where coming out for the permitNo one called and told me you failed to get the permitAgain it took me calling the salesman to complain before something happenedThen you had the wrong Meter another delay!!! Once the Meter was finally changed the system was not workingI called [redacted] and they told me business before you would contact mewell eight business days passed without contactI contacted [redacted] again and they resent the Letter for service and sent me an email of the Original email set to you for serviceYou claimed to never have received that emailafter four my days I once again called the salesman who came out and saw they system was not workingHe called a Tech and got the system running while on the phoneTrinity has dropped the ball so many times they system should have been up and running a long time agoYou have failed to call be back to resolve the issue, after I have called you back [redacted] is not the issue here Trinity and there AWFUL customer service is the issueYou have failed on almost everything you have done! People choose a different company! If your think about SOLAR!! Regards, [redacted] ***
June 23, [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear *** [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] The customer had pursued solar with Trinity Solar via leasing from a Third Party FinancierAfter signing the initial contract on April 27, and subsequent contract amendment on July 25, agreeing to the $upfront payment, the customer desired to alter the terms of the agreement for $down and a higher monthly paymentTrinity Solar did everything in our power to request to make the change from the Third Party FinancierUnfortunately, a change to the agreement was not possible.In an effort to please the customer and due to our difficulties with getting the Third Party Financier to cooperate, Trinity Solar has arranged a referral agreement with the customerIn return for providing referred business to Trinity, Trinity will close out the amount due to the Third Party Financier on behalf of the customerThis way, the customer is in compliance with their Third Party agreement, and they remain happy to refer business to Trinity SolarWe have spoken to the customer regarding this offer, and they state they are pleased with this outcomeWe regret that the customer experienced frustration during their process to go solar, but Trinity is glad that the customer has an operating system and is willing and able to refer friends and family to look into Solar with Trinity as wellPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
October 19, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] ***Our sales manager for the region, Eric W [redacted] got in touch with [redacted] today to discuss his experienceTrinity Solar is proud of our dedication to customer service and we will work to do everything possible to make a situation rightOur business was founded upon and continues to depend up customer referrals, and to date, we have installed nearly 20,solar electric systems for home and business owners across the northeast, most of whom go on to refer other friends and family because of their excellent experience with Trinity SolarWe will have follwith the sales representatives and managers involved before this point to address these concernsTo alleviate the [redacted] concern regarding our lack of management, we have a robust management team for each division and in each territory in which we work as well as regional and corporate managers, directors, and executive management above that local hierarchy.In the meantime, Eric has offered [redacted] another proposal to go solar with Trinity SolarThe [redacted] had been pursuing solar through a competitor, but cancelled when the rates were changed on them [redacted] said he would discuss the new offer with his wife and he and Eric will be in touch.We look forward to working with [redacted] and we appreciate the opportunity to repair our business relationship with himPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
October 28, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] [redacted] signed a contract with [redacted] on 10/20/As per that agreement she had five to ten business days to cancel (Sections 3(a) and 12(e) and 22)Section is initialed by the customer acknowledging understanding of their right to cancelAs per the notice of cancellation on page (duplicate copy on page 16) of the agreement, the customer must notify [redacted] in writing no later than the tenth business dayTrinity Solar is not allowed or equipped to cancel an agreement between [redacted] and a homeownerWhile we understand that the customer called [redacted] , it was not until June 24, and [redacted] noted repeated follow up attempts until July 5, regarding a request for the customer to provide [redacted] a receipt regarding the alleged purchaseIn respect to the cash contract, although the agreement never came into Trinity’s corporate headquarters, our portal with [redacted] shows that the [redacted] contract was not signed until November 17, 2015, which was twenty business days after the [redacted] contract was signed and outside of the rescission periodBecause this agreement never came into Trinity’s corporate headquarters, it was never countersigned or fully authorized by TrinityThe cash contract does show a purchase amount of $40,and while the [redacted] portal shows a loan approval up to $50,000, the customer did seem to indicate that they would pursue a $40,loan which was for the full cash contract amount—not for the net after a depositWhile the customer states that they provided a $4,payment to Trinity Solar, we have no record of having received this paymentWhile we do see an approved loan application in [redacted] ’s portal, that would not have appeared unusual to our internal team as customers often explore loan or other financing options and get approvals that they do not intend to pursue and that Trinity would have no right to pursue while a [redacted] agreement was still activeThe Trinity office simply never received paperwork from the customer or sales representative so the original signed, validated, and approved [redacted] contract went through our system [redacted] never received the requisite cancellation form in writing from the customer, so they, as the System Owner, did not know that contract was cancelled eitherPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
July 15, [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] [redacted] signed a letter of intent (LOI) with [redacted] on April 17, It is true that Felix has since been terminated, but that does not reduce the level of attention or service paid to any customer that Felix generatedActing upon the LOI, Trinity had a site survey crew on site on April 25, to take data from the roof so a custom contract could be created for the [redacted] residence, which Felix presented on May 2, at which point [redacted] signed the solar agreementTrinity invested in technology to evaluate the house, which was verified by an on-site technicianUnfortunately, due to human error, the calculations were slight off, and a vent pipe was plotted in the wrong position on the roofAs a result, the design that was agreed upon at contract signing had to be alteredNo panels were deducted from the total design, but one module had to be relocated to a different arrayUpon the contract signing on May 2, 2015, Trinity Solar filed applications with the state, the utility company, and the local permitting authority outlining our plan for installation based on the contract signedDue to Trinity’s experience, professionalism, and history of doing business in the state, all necessary applications were approved expeditiously so that we were able to start installation just under six weeks laterRegarding the need for an electrical upgrade, while our sales team members have some rudimentary electrical training to aid in their solar consultation, our experienced electricians who were on site for the installation felt it was in the best interest of the customer to suggest an upgrade to ensure maximum safety and productivity of the solar electric system on her homeThis electrical upgrade was done at no cost to the customerWhile the solar installation work was in progress on site, our permitting team was preparing the paperwork to update our approved permit to account for the additional electrical upgrade so as to keep the township informedUpdate paperwork was brought in person to the township, and we followed up to ensure it was approved as quickly as possibleAs soon as we received word that the update was approved, we contacted the township to schedule final inspectionsThe inspections were scheduled out for July 22, in accordance with the inspector’s scheduleTrinity Solar places a strong emphasis on customer service and communication, and we have purposefully increased staff and improved processes as we strive to provide maximum customer serviceWe regret if [redacted] feels there was a lack of communication on our part, but we do have several calls logged—at least eight of which were logged from the time we commenced installation on June 12, through to July 8, Our customer care team is available by phone from 9:00am to 5:00pm, Monday through Friday, with the exception of holidays and the afternoon of our annual company picnic, which took place on June 26, We had made a call attempt to [redacted] the evening of June 25, 2015, but notes indicate that the voicemail box was full so we were not able to leave a messageTrinity Solar does use an answering service so as to provide some level of live support to our clients outside of standard business hoursWe have had a long-standing relationship with the answering service that we use, and have received very few complaints about their level of service or professionalism, so we regret if [redacted] felt under-served by them.Although [redacted] experienced a shorter-than-usual time frame from contract to installation commencement, it is unusual for the post-installation inspection process to take so longHowever, we must abide by the regulations set forth by the town and the inspectors, and we felt it was necessary to perform an electrical upgrade for the homeowner which required revised paperwork to be filedWhile we wish a few weeks could have been shaven off of this timeframe, we are confident that [redacted] will have the safest and most productive system possible, which will produce clean solar energy for decades to comeTo address the desired settlement, we will continue to stay in touch with [redacted] to keep her posted throughout the remainder of the processUpon passing the township inspections, we need to receive final paperwork from the township which will then be forwarded to the utility company in order to close out our interconnection applicationThe utility company will review the paperwork and grant permission to operate (PTO) as their approval of the installation[redacted] should expect no additional costs for the contract she signedAs was agreed at the time of signing, [redacted] has had zero up-front costs, and [redacted] the third party financier that owns the system on [redacted] ’s roof, will bill for the power produced by the system at the agreed upon rateAll installation, application paperwork, permitting, inspections, and the electrical upgrade were performed by Trinity Solar at no cost to [redacted] Trinity has been in business for over twenty years, and has been installing solar system for home and business owners in the Northeast for more than ten yearsWe have installed over ten thousand solar systems, and we look forward to continuing to serve the Northeast by bringing clean, affordable, renewable solar energy to as many people as possibleWe hope to restore [redacted] ’s faith in Trinity despite her setbacks during this experienceWe pride ourselves on establishing long-term relationships with our customers, and we look forward to repairing our relationship with [redacted] Please let us know if you require any further information.Thank you,Tom P [redacted] , Trinity Solar
January 6, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] *** As per the customer’s desired settlement, we have refunded the deposit in the amount of five hundred dollars ($500.00) to the customerA check was processed on January 5, The deposit was refunded in its entirety, despite the fact that Trinity incurred engineering and permitting costs while under contract with the customerWe regret that the permit timeframe was longer than expected in this customer’s area, and we are sorry to have lost a customer due to application processes outside of our controlWe also have no records of phone calls to the office, and our trained staff would not call a customer a liar—but we apologize this issue wasn’t resolved earlierPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
November 10, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] Dear [redacted] We are in receipt of the above-referenced complaint filed by [redacted] [redacted] signed an agreement with [redacted] for an estimated monthly cost of $per month for the first year of solar energy productionThat $89.00, however, was contingent upon [redacted] signing up for [redacted] automated paymentsIf [redacted] is receiving a bill for $103.00, we can only assume that [redacted] did not take advantage of the discounted rate for using [redacted] and is instead paying by check for the solar energy [redacted] system seems to be producing as expectedSince July, the system has produced 2,kwh’s, which is roughly 42% of the total estimated annual production in just four monthsThis is in line with what we expectedRegarding the bills [redacted] is receiving from PSE&G, our corporate office is in receipt of an excerpt of a bill from PSE&G for the Abrams’ September usageThis is a marked reduction in the kilowatt hours being billed for in September as opposed to September 2015, and it does seem as though PSE&G is conducting actual meter readings (which would reflect net usage after solar production) rather than estimates (which might not)Jason Kupperblatt, the Operations Manager for Trinity in this area, has been in touch with [redacted] and is working with him to better understand the billsWe are happy to dispatch a service crew if it seems like the system is underproducing and therefore [redacted] needs more power from the utility, but as described above, that does not seem to be the caseThere is a chance that usage is increased from when we were looking at [redacted] ’ usage in 2015.Regarding the overall delays that occurred from installation to getting the system turned on, this was due to difficulties with inspections as a new requirement was being enforcedTrinity had to comply with the new requirements, but that was an unforeseen change that we had to react toThe delays were atypical for us, and since we experienced such difficulties, we are now using a different inspection companyJason K [redacted] had also explained this to [redacted] at the time, and Jason felt that while [redacted] was frustrated, the customer trusted Jason and the Trinity team to keep moving forward, which we didIn order to help alleviate these frustrations, Trinity is also processing a payment to [redacted] in the amount of five hundred dollars ($500.00) to help compensate for the lost solar savings he would have experienced on our timeframesPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
Complaint: [redacted] I am rejecting this response because:Although I appreciate the comments made in Trinity's response, there was no addressing the fact that this sales person lied to me about the costs in having this system I have alerted my HOA and friends in the community to make them aware of the situation I cancelled promptly because as soon as the salesman left my house, I got on the internet, read about this company's tactics and then contacted [redacted] directly to get the real story on how this system works (WHICH WAS NEVER EXPLAINED TO ME!) My complaint has been filed and I hope that the Revdex.com will note somewhere that this company is acting in a less than honest way Other than that, I consider this matter closed Regards, [redacted]
February 3, 2016Revdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced rejection of our response to a complaint filed by *** [redacted] We apologize for the inordinate delay and human error that affected [redacted] receipt of the referral paymentsThe checks were mailed on January 22, We show that both checks have been cashedTrinity Solar has always generated the majority of our business based on cus***er referrals, and the success of our company depends on providing excellent service and keeping our wordWe are proud of the growth we have experienced in recent years, and we strive to keep our processes as short and efficient as possible even with the added volumeAdmittedly, we still have improvements that need to be madeWe hope that we can repair any damage that may have been done to our relationship with the [redacted] and that they feel comfortable continuing to refer their network so all of their friends and family can experience the benefits of solar energyThe [redacted] will be duly rewarded for any and all referrals they can provide, and we will work to quicken our processing times to alleviate the frustration that generated this complaintPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
April 5, 2016Ms [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] Trinity Solar has spoken with this customer to address all of the issues cited in the complaintWe have reached a resolution and the customer has indicated that they are satisfied.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
Complaint: [redacted] I am rejecting this response because: No one has contacted me by phone or email regarding my Revdex.com complaint or the damage as listed in the complaintTo say that a phone call or email was made to me regarding this makes me question the honesty and integrity of this companyWhen I was contacted months ago by a customer service representative (at the same cell phone number I have always had) I was told that there were problems with the finance companyI called [redacted] and they said it was paperwork delays on Trinity's side but still couldn't give me a valid reason why it was taking so longI called Trinity back and complained over the phone and was told it would be escalated to upper management and I requested a phone call from managementI HAVE NEVER RECEIVED THAT PHONE CALLI HAVE NEVER RECEIVED ANY CALL OR EMAIL AFTER MY COMPLAINT TO THE Revdex.com WAS MADE!!! My wife has also called and made complaints to Trinity since March and every time she was told it would be escalated to managementShe has never received a call back as wellThe only resolutions to our delay Trinity made was to give us more money for each referral for solar we made and then later they stated that they were having problems with [redacted] and that they want me to switch to another finance company who they have a long standing relationship withWho is going to refer a company that can't even be honest with a potential customer? If they have a long standing relationship with this other company, why did they push [redacted] back in November 2015? Why has no one contacted me to explain this or show me this new finance agreement? Why is there still no real explanation for this delay? I know several people who have had solar panels installed quickly and easily through other solar providersI feel that Trinity has wasted valuable time and deprived us of the economic benefits that they promised us with solarAt this point I have lost all trust in this company and do not want to pursue any continued relationship with themI would like Trinity to remove their system, repair the damage, and return my roof to its pre-existing condition and move forward with a solar provider that will be efficient and honest with their customers Regards, [redacted]
July 18, 2016Ms [redacted] Service RepresentativeRevdex.com RE: Complaint ID # [redacted] Dear [redacted] We are in receipt of the above-referenced complaint filed by [redacted] Since the submission of the complaint, this installation has been granted Permission to Operate by [redacted] so the customer should now be satisfied with a fully operational solar electric system producing electric savings for years to come.That being said, due to the timeframe for the customer to receive Permission to Operate, Trinity Solar will be sending [redacted] a check in the disputed amount of $to reimburse [redacted] for her most recent payment that was made either right before or around the time her system received Permission to OperatePlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
Upon signing a contract for [redacted] *** in July for a solarelectric system, Trinity immediately began working upon all of the necessarydocumentation and paperwork to have the system installedWe designed andengineered the system and then filed all of the permit, utilityinterconnection, and state registration applicationsUpon receiving each ofthose approvals back from the various entities, we began contacting [redacted] ***to schedule his installation for early SeptemberThe installation went smoothly,but we did have to file an update with the township for the permittingpaperwork due to a slight equipment change from what was originally plannedWehad to create a whole new set of drawings and paperwork to be submittedJustas the township reviews the original permitting package, we had to wait for thetownship to review the as-built system details to update their permit approval.Since [redacted] *** filed this complaint, we have received theapproval necessary from the township to be able to schedule the finalinspections of the installationThe inspections have been set for October 22nd,as per the stated availability of [redacted] As with every customer, Trinity will continue to take everystep necessary to complete the solar project for [redacted] After his townshipinspections have passed, we will continue following up with the township forthe documentation they provide to close out the permitUpon our receipt ofthat, we will file the necessary documentation with the utility company torequest permission for the customer to operate the systemWe will prepare andsubmit the paperwork as quickly as possible, but after each submission, we mustthen wait to receive approvalWe look forward to helping [redacted] achieve this milestoneas quickly as possible and have his system provide power for his home for yearsto come
September 9, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] We are working diligently to resolve [redacted] issueOur corporate sales manager met with [redacted] son late last week to discuss a solutionTrinity Solar commenced the installation, but the modules were located on a different roof plane than originally discussedTrinity Solar has offered to complete the installation as is, and compensate the homeowners for the difference in productionThis solution was agreeable to the homeowner as the compensation provides for a better return upfront and the system can be completed and up and running soonerAn addendum is currently being drawn up for the change in system design which will be sent to the homeowner for signature and we can settle the final payment and compensation detailsWe apologize for any inconvenience or frustration caused for the customerAt Trinity Solar, we pride ourselves on providing an optimal experience for the customer and making solar simple and affordableWe are righting this situation and hope this repairs any damage to our relationship with the [redacted] familyPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
Dear Sir or Madam I wish to add a review about my experience with Trinity SolarI was very disappointed with them because they would not provide me with a copy of the contract in connection with a lease installation agreement for attorney reviewThey had expressed that I am not suited for this offer because of my insistence to have it reviewed by my attorney before signing I hope that others are not subjected to the same business practiceI would not recommend doing business with this firm because of this business policy
Complaint: [redacted] I am rejecting this response because: What a Joke, Your Reach out called "once" I missed the call and returned that call times and all I have got is his Voice MailHe has never returned my callsJust what I expected!!! You came out and took the same pictures of the Meters and new work done times saying you didn't have the PicturesIt took the salesman to come and take the Pictures before you said you had the correct PicturesYou needed the Permit, No Called and told me you where coming out for the permitNo one called and told me you failed to get the permitAgain it took me calling the salesman to complain before something happenedThen you had the wrong Meter another delay!!! Once the Meter was finally changed the system was not workingI called [redacted] and they told me business before you would contact mewell eight business days passed without contactI contacted [redacted] again and they resent the Letter for service and sent me an email of the Original email set to you for serviceYou claimed to never have received that emailafter four my days I once again called the salesman who came out and saw they system was not workingHe called a Tech and got the system running while on the phoneTrinity has dropped the ball so many times they system should have been up and running a long time agoYou have failed to call be back to resolve the issue, after I have called you back [redacted] is not the issue here Trinity and there AWFUL customer service is the issueYou have failed on almost everything you have done! People choose a different company! If your think about SOLAR!! Regards, [redacted] ***
June 23, [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear *** [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] The customer had pursued solar with Trinity Solar via leasing from a Third Party FinancierAfter signing the initial contract on April 27, and subsequent contract amendment on July 25, agreeing to the $upfront payment, the customer desired to alter the terms of the agreement for $down and a higher monthly paymentTrinity Solar did everything in our power to request to make the change from the Third Party FinancierUnfortunately, a change to the agreement was not possible.In an effort to please the customer and due to our difficulties with getting the Third Party Financier to cooperate, Trinity Solar has arranged a referral agreement with the customerIn return for providing referred business to Trinity, Trinity will close out the amount due to the Third Party Financier on behalf of the customerThis way, the customer is in compliance with their Third Party agreement, and they remain happy to refer business to Trinity SolarWe have spoken to the customer regarding this offer, and they state they are pleased with this outcomeWe regret that the customer experienced frustration during their process to go solar, but Trinity is glad that the customer has an operating system and is willing and able to refer friends and family to look into Solar with Trinity as wellPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
October 19, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] ***Our sales manager for the region, Eric W [redacted] got in touch with [redacted] today to discuss his experienceTrinity Solar is proud of our dedication to customer service and we will work to do everything possible to make a situation rightOur business was founded upon and continues to depend up customer referrals, and to date, we have installed nearly 20,solar electric systems for home and business owners across the northeast, most of whom go on to refer other friends and family because of their excellent experience with Trinity SolarWe will have follwith the sales representatives and managers involved before this point to address these concernsTo alleviate the [redacted] concern regarding our lack of management, we have a robust management team for each division and in each territory in which we work as well as regional and corporate managers, directors, and executive management above that local hierarchy.In the meantime, Eric has offered [redacted] another proposal to go solar with Trinity SolarThe [redacted] had been pursuing solar through a competitor, but cancelled when the rates were changed on them [redacted] said he would discuss the new offer with his wife and he and Eric will be in touch.We look forward to working with [redacted] and we appreciate the opportunity to repair our business relationship with himPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
October 28, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] [redacted] signed a contract with [redacted] on 10/20/As per that agreement she had five to ten business days to cancel (Sections 3(a) and 12(e) and 22)Section is initialed by the customer acknowledging understanding of their right to cancelAs per the notice of cancellation on page (duplicate copy on page 16) of the agreement, the customer must notify [redacted] in writing no later than the tenth business dayTrinity Solar is not allowed or equipped to cancel an agreement between [redacted] and a homeownerWhile we understand that the customer called [redacted] , it was not until June 24, and [redacted] noted repeated follow up attempts until July 5, regarding a request for the customer to provide [redacted] a receipt regarding the alleged purchaseIn respect to the cash contract, although the agreement never came into Trinity’s corporate headquarters, our portal with [redacted] shows that the [redacted] contract was not signed until November 17, 2015, which was twenty business days after the [redacted] contract was signed and outside of the rescission periodBecause this agreement never came into Trinity’s corporate headquarters, it was never countersigned or fully authorized by TrinityThe cash contract does show a purchase amount of $40,and while the [redacted] portal shows a loan approval up to $50,000, the customer did seem to indicate that they would pursue a $40,loan which was for the full cash contract amount—not for the net after a depositWhile the customer states that they provided a $4,payment to Trinity Solar, we have no record of having received this paymentWhile we do see an approved loan application in [redacted] ’s portal, that would not have appeared unusual to our internal team as customers often explore loan or other financing options and get approvals that they do not intend to pursue and that Trinity would have no right to pursue while a [redacted] agreement was still activeThe Trinity office simply never received paperwork from the customer or sales representative so the original signed, validated, and approved [redacted] contract went through our system [redacted] never received the requisite cancellation form in writing from the customer, so they, as the System Owner, did not know that contract was cancelled eitherPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
July 15, [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] [redacted] signed a letter of intent (LOI) with [redacted] on April 17, It is true that Felix has since been terminated, but that does not reduce the level of attention or service paid to any customer that Felix generatedActing upon the LOI, Trinity had a site survey crew on site on April 25, to take data from the roof so a custom contract could be created for the [redacted] residence, which Felix presented on May 2, at which point [redacted] signed the solar agreementTrinity invested in technology to evaluate the house, which was verified by an on-site technicianUnfortunately, due to human error, the calculations were slight off, and a vent pipe was plotted in the wrong position on the roofAs a result, the design that was agreed upon at contract signing had to be alteredNo panels were deducted from the total design, but one module had to be relocated to a different arrayUpon the contract signing on May 2, 2015, Trinity Solar filed applications with the state, the utility company, and the local permitting authority outlining our plan for installation based on the contract signedDue to Trinity’s experience, professionalism, and history of doing business in the state, all necessary applications were approved expeditiously so that we were able to start installation just under six weeks laterRegarding the need for an electrical upgrade, while our sales team members have some rudimentary electrical training to aid in their solar consultation, our experienced electricians who were on site for the installation felt it was in the best interest of the customer to suggest an upgrade to ensure maximum safety and productivity of the solar electric system on her homeThis electrical upgrade was done at no cost to the customerWhile the solar installation work was in progress on site, our permitting team was preparing the paperwork to update our approved permit to account for the additional electrical upgrade so as to keep the township informedUpdate paperwork was brought in person to the township, and we followed up to ensure it was approved as quickly as possibleAs soon as we received word that the update was approved, we contacted the township to schedule final inspectionsThe inspections were scheduled out for July 22, in accordance with the inspector’s scheduleTrinity Solar places a strong emphasis on customer service and communication, and we have purposefully increased staff and improved processes as we strive to provide maximum customer serviceWe regret if [redacted] feels there was a lack of communication on our part, but we do have several calls logged—at least eight of which were logged from the time we commenced installation on June 12, through to July 8, Our customer care team is available by phone from 9:00am to 5:00pm, Monday through Friday, with the exception of holidays and the afternoon of our annual company picnic, which took place on June 26, We had made a call attempt to [redacted] the evening of June 25, 2015, but notes indicate that the voicemail box was full so we were not able to leave a messageTrinity Solar does use an answering service so as to provide some level of live support to our clients outside of standard business hoursWe have had a long-standing relationship with the answering service that we use, and have received very few complaints about their level of service or professionalism, so we regret if [redacted] felt under-served by them.Although [redacted] experienced a shorter-than-usual time frame from contract to installation commencement, it is unusual for the post-installation inspection process to take so longHowever, we must abide by the regulations set forth by the town and the inspectors, and we felt it was necessary to perform an electrical upgrade for the homeowner which required revised paperwork to be filedWhile we wish a few weeks could have been shaven off of this timeframe, we are confident that [redacted] will have the safest and most productive system possible, which will produce clean solar energy for decades to comeTo address the desired settlement, we will continue to stay in touch with [redacted] to keep her posted throughout the remainder of the processUpon passing the township inspections, we need to receive final paperwork from the township which will then be forwarded to the utility company in order to close out our interconnection applicationThe utility company will review the paperwork and grant permission to operate (PTO) as their approval of the installation[redacted] should expect no additional costs for the contract she signedAs was agreed at the time of signing, [redacted] has had zero up-front costs, and [redacted] the third party financier that owns the system on [redacted] ’s roof, will bill for the power produced by the system at the agreed upon rateAll installation, application paperwork, permitting, inspections, and the electrical upgrade were performed by Trinity Solar at no cost to [redacted] Trinity has been in business for over twenty years, and has been installing solar system for home and business owners in the Northeast for more than ten yearsWe have installed over ten thousand solar systems, and we look forward to continuing to serve the Northeast by bringing clean, affordable, renewable solar energy to as many people as possibleWe hope to restore [redacted] ’s faith in Trinity despite her setbacks during this experienceWe pride ourselves on establishing long-term relationships with our customers, and we look forward to repairing our relationship with [redacted] Please let us know if you require any further information.Thank you,Tom P [redacted] , Trinity Solar
January 6, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] *** As per the customer’s desired settlement, we have refunded the deposit in the amount of five hundred dollars ($500.00) to the customerA check was processed on January 5, The deposit was refunded in its entirety, despite the fact that Trinity incurred engineering and permitting costs while under contract with the customerWe regret that the permit timeframe was longer than expected in this customer’s area, and we are sorry to have lost a customer due to application processes outside of our controlWe also have no records of phone calls to the office, and our trained staff would not call a customer a liar—but we apologize this issue wasn’t resolved earlierPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
November 10, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] Dear [redacted] We are in receipt of the above-referenced complaint filed by [redacted] [redacted] signed an agreement with [redacted] for an estimated monthly cost of $per month for the first year of solar energy productionThat $89.00, however, was contingent upon [redacted] signing up for [redacted] automated paymentsIf [redacted] is receiving a bill for $103.00, we can only assume that [redacted] did not take advantage of the discounted rate for using [redacted] and is instead paying by check for the solar energy [redacted] system seems to be producing as expectedSince July, the system has produced 2,kwh’s, which is roughly 42% of the total estimated annual production in just four monthsThis is in line with what we expectedRegarding the bills [redacted] is receiving from PSE&G, our corporate office is in receipt of an excerpt of a bill from PSE&G for the Abrams’ September usageThis is a marked reduction in the kilowatt hours being billed for in September as opposed to September 2015, and it does seem as though PSE&G is conducting actual meter readings (which would reflect net usage after solar production) rather than estimates (which might not)Jason Kupperblatt, the Operations Manager for Trinity in this area, has been in touch with [redacted] and is working with him to better understand the billsWe are happy to dispatch a service crew if it seems like the system is underproducing and therefore [redacted] needs more power from the utility, but as described above, that does not seem to be the caseThere is a chance that usage is increased from when we were looking at [redacted] ’ usage in 2015.Regarding the overall delays that occurred from installation to getting the system turned on, this was due to difficulties with inspections as a new requirement was being enforcedTrinity had to comply with the new requirements, but that was an unforeseen change that we had to react toThe delays were atypical for us, and since we experienced such difficulties, we are now using a different inspection companyJason K [redacted] had also explained this to [redacted] at the time, and Jason felt that while [redacted] was frustrated, the customer trusted Jason and the Trinity team to keep moving forward, which we didIn order to help alleviate these frustrations, Trinity is also processing a payment to [redacted] in the amount of five hundred dollars ($500.00) to help compensate for the lost solar savings he would have experienced on our timeframesPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
Complaint: [redacted] I am rejecting this response because:Although I appreciate the comments made in Trinity's response, there was no addressing the fact that this sales person lied to me about the costs in having this system I have alerted my HOA and friends in the community to make them aware of the situation I cancelled promptly because as soon as the salesman left my house, I got on the internet, read about this company's tactics and then contacted [redacted] directly to get the real story on how this system works (WHICH WAS NEVER EXPLAINED TO ME!) My complaint has been filed and I hope that the Revdex.com will note somewhere that this company is acting in a less than honest way Other than that, I consider this matter closed Regards, [redacted]
February 3, 2016Revdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced rejection of our response to a complaint filed by *** [redacted] We apologize for the inordinate delay and human error that affected [redacted] receipt of the referral paymentsThe checks were mailed on January 22, We show that both checks have been cashedTrinity Solar has always generated the majority of our business based on cus***er referrals, and the success of our company depends on providing excellent service and keeping our wordWe are proud of the growth we have experienced in recent years, and we strive to keep our processes as short and efficient as possible even with the added volumeAdmittedly, we still have improvements that need to be madeWe hope that we can repair any damage that may have been done to our relationship with the [redacted] and that they feel comfortable continuing to refer their network so all of their friends and family can experience the benefits of solar energyThe [redacted] will be duly rewarded for any and all referrals they can provide, and we will work to quicken our processing times to alleviate the frustration that generated this complaintPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
April 5, 2016Ms [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] Trinity Solar has spoken with this customer to address all of the issues cited in the complaintWe have reached a resolution and the customer has indicated that they are satisfied.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
Complaint: [redacted] I am rejecting this response because: No one has contacted me by phone or email regarding my Revdex.com complaint or the damage as listed in the complaintTo say that a phone call or email was made to me regarding this makes me question the honesty and integrity of this companyWhen I was contacted months ago by a customer service representative (at the same cell phone number I have always had) I was told that there were problems with the finance companyI called [redacted] and they said it was paperwork delays on Trinity's side but still couldn't give me a valid reason why it was taking so longI called Trinity back and complained over the phone and was told it would be escalated to upper management and I requested a phone call from managementI HAVE NEVER RECEIVED THAT PHONE CALLI HAVE NEVER RECEIVED ANY CALL OR EMAIL AFTER MY COMPLAINT TO THE Revdex.com WAS MADE!!! My wife has also called and made complaints to Trinity since March and every time she was told it would be escalated to managementShe has never received a call back as wellThe only resolutions to our delay Trinity made was to give us more money for each referral for solar we made and then later they stated that they were having problems with [redacted] and that they want me to switch to another finance company who they have a long standing relationship withWho is going to refer a company that can't even be honest with a potential customer? If they have a long standing relationship with this other company, why did they push [redacted] back in November 2015? Why has no one contacted me to explain this or show me this new finance agreement? Why is there still no real explanation for this delay? I know several people who have had solar panels installed quickly and easily through other solar providersI feel that Trinity has wasted valuable time and deprived us of the economic benefits that they promised us with solarAt this point I have lost all trust in this company and do not want to pursue any continued relationship with themI would like Trinity to remove their system, repair the damage, and return my roof to its pre-existing condition and move forward with a solar provider that will be efficient and honest with their customers Regards, [redacted]
July 18, 2016Ms [redacted] Service RepresentativeRevdex.com RE: Complaint ID # [redacted] Dear [redacted] We are in receipt of the above-referenced complaint filed by [redacted] Since the submission of the complaint, this installation has been granted Permission to Operate by [redacted] so the customer should now be satisfied with a fully operational solar electric system producing electric savings for years to come.That being said, due to the timeframe for the customer to receive Permission to Operate, Trinity Solar will be sending [redacted] a check in the disputed amount of $to reimburse [redacted] for her most recent payment that was made either right before or around the time her system received Permission to OperatePlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint
The guys from Trinity were professional and respectfulI was amazed they completed the installation in day
Positive
Upon signing a contract for [redacted] *** in July for a solarelectric system, Trinity immediately began working upon all of the necessarydocumentation and paperwork to have the system installedWe designed andengineered the system and then filed all of the permit, utilityinterconnection, and state registration applicationsUpon receiving each ofthose approvals back from the various entities, we began contacting [redacted] ***to schedule his installation for early SeptemberThe installation went smoothly,but we did have to file an update with the township for the permittingpaperwork due to a slight equipment change from what was originally plannedWehad to create a whole new set of drawings and paperwork to be submittedJustas the township reviews the original permitting package, we had to wait for thetownship to review the as-built system details to update their permit approval.Since [redacted] *** filed this complaint, we have received theapproval necessary from the township to be able to schedule the finalinspections of the installationThe inspections have been set for October 22nd,as per the stated availability of [redacted] As with every customer, Trinity will continue to take everystep necessary to complete the solar project for [redacted] After his townshipinspections have passed, we will continue following up with the township forthe documentation they provide to close out the permitUpon our receipt ofthat, we will file the necessary documentation with the utility company torequest permission for the customer to operate the systemWe will prepare andsubmit the paperwork as quickly as possible, but after each submission, we mustthen wait to receive approvalWe look forward to helping [redacted] achieve this milestoneas quickly as possible and have his system provide power for his home for yearsto come
September 9, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] We are working diligently to resolve [redacted] issueOur corporate sales manager met with [redacted] son late last week to discuss a solutionTrinity Solar commenced the installation, but the modules were located on a different roof plane than originally discussedTrinity Solar has offered to complete the installation as is, and compensate the homeowners for the difference in productionThis solution was agreeable to the homeowner as the compensation provides for a better return upfront and the system can be completed and up and running soonerAn addendum is currently being drawn up for the change in system design which will be sent to the homeowner for signature and we can settle the final payment and compensation detailsWe apologize for any inconvenience or frustration caused for the customerAt Trinity Solar, we pride ourselves on providing an optimal experience for the customer and making solar simple and affordableWe are righting this situation and hope this repairs any damage to our relationship with the [redacted] familyPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint